Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

Do you want to make a large impact in your next role? Join CVS Health as the Manager of Call Center Customer Service with our Services & Benefits division. As the Manager, you will play a pivotal role in the operational success of the Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus lines of business. Your leadership will directly contribute to the achievement of performance guarantees, service levels, and customer satisfaction. If you are passionate about developing others, driving results, and building high-performing teams, this is an exciting opportunity to make a substantial impact.

This will be a remote role. Candidate must be flexible to work during call center hours which are as follows: 8:00am--11pm EST. Call center is open 7 days per week.

Responsibilities:

Team Leadership

• Lead a team of front-line supervisors and dedicated agents

• Manage performance, resolve colleague relations issues, and ensure the achieve of performance guarantees.
   

Colleague Engagement

• Drive colleague engagement initiatives to create a positive work environment

• Support leadership and colleague development
   

Issue Resolution

• Act as the point of contact for escalated customer issues that require managerial intervention

• Conduct thorough investigations and collaborate with relevant departments to provide swift and effective resolutions

• Conduct comprehensive root cause analyses for escalated issues, working closely with relevant teams to address underlying problems

• Propose and implement preventive measures to minimize the recurrence of escalated issues
   

Operational Excellence

• Oversee the operational execution of Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus

• Monitor and coach supervisors in quality, productivity, and overall work performance

• Regularly review existing processes and procedures related to customer interactions, and identify areas for improvement to enhance efficiency, accuracy, and customer satisfaction

• Collect and analyze customer feedback to identify trends and areas for improvement
   

Training and Development

• Collaborate with the training team to develop and implement training programs that equip colleagues with the most up-to-date information

• Ensure ongoing training sessions to keep colleagues (i.e., internal and vendor) informed about changes in products, services, and procedures

• Conduct regular assessments to identify new hire, refresher, and continuous learning training needs for both internal and vendor colleagues

• Coordinate training plan and scheduling with the learning and development and workforce management teams for both internal and vendor teams

• Support the implementation of new systems and processes
   

Cross-Functional Collaboration

• Work closely with other departments, including Digital, IT, Workforce Management, Training, Knowledge & Quality, and Product Owners to implement and communicate process improvements.

• Collaborate with Vendor Management and third-party vendors to achieve and maintain performance goals; and to actively resolve customer concerns and escalations.

• Foster a collaborative environment where cross-functional teams work together to achieve common goals

This position will report to the Lead Director, Service & Benefits.

Required Qualifications

• 3+ years of exceptional leadership & collaboration skills

• 3+ years of proven experience in a managerial role leading other People Leaders, preferably within a customer service or retail environment

• 3+ years' experience in customer service operations

• 3+ years of demonstrated leadership experience in managing Contact Center operations on a large scale in a highly competitive multi-unit environment

• 3+ years of experience managing multiple priorities to completion, solving complex problems within an operational environment, and identifying and driving cost efficiencies

• Ability to travel up-to-25%

Preferred Qualifications

• Expertise in Healthcare, Medicare, Managed Care Organizations, or Customer Service

• Experience working with third-party BPO vendors

• Previous demonstrated experience in managing a geographically and functionally diverse team

• Excellent supervisory skills, including customer service skills

• Strategic thinker with a focus on continuous improvement

• Excellent time management and organizational skills

• Communication and leadership skills in leading and motivating a growing and changing service operation

• Strong quantitative/analytical skills and project management skills

• Strong verbal and written communication skills and ability to communicate with all levels of the organization

• Experience adapting to change, perform critical analysis, plan, organize and evaluate effectively

• Experience with sharing performance feedback to employees

• Proficiency in Windows and MS Office Suite

• Bilingual in Spanish

Education

​Bachelor's degree and/or equivalent experience in Business, Management, or related field.

Master's degree preferred

Pay Range

The typical pay range for this role is:

$54,300.00 - $145,860.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

We anticipate the application window for this opening will close on: 10/31/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.